Queensland Consolidated Acts

KENO ACT 1996 - SECT 151

151 Inquiries about complaints

(1) A keno licensee must inquire into—

(a) a complaint made to the licensee by a person about—

(i) the conduct of a keno game by the licensee under the keno licence; or

(ii) if the licensee is the principal keno licensee for an appointed agent—the carrying on of the appointed agent’s operations relating to the conduct of a keno game by the licensee; or

(b) a complaint referred to the licensee by the chief executive under subsection (3) .

(2) Within 21 days after the complaint is received by, or referred to, the keno licensee, the licensee must give written notice of the result of the inquiry to—

(a) the complainant; and

(b) if the complaint was referred to the licensee by the chief executive—the chief executive.

(3) If a complaint is made to the chief executive by a person about the conduct of an approved keno game, or the conduct of an appointed agent’s operations relating to an approved keno game, the chief executive must promptly—

(a) inquire into the complaint; or

(b) if the chief executive believes the complaint has not previously been referred to the keno licensee who conducted the keno game and that it is appropriate to refer the complaint to the licensee—refer the complaint to the keno licensee.

(4) The chief executive must promptly advise the complainant of—

(a) the result of the chief executive’s inquiry; or

(b) the chief executive’s decision to refer the complaint to the keno licensee.

(5) A complaint must—

(a) be in writing; and

(b) state the complainant’s name and address; and

(c) give appropriate details of the complaint.